- Permanent role |Based in North Paramatta| AU Citizens/PR only
- Experience in ITSM tool – ServiceNow |On site parking |on site role
- Experience in managing IT service desk and IT operations teams
Our client is looking for a Service Delivery Manager (SDM) who will be responsible for the day-to-day management, performance, and continuous improvement of the IT service desk function. The SDM owns the end-to-end service delivery experience – from frontline L1 triage through to L2 technical resolution – and acts as the primary escalation point between the service desk team, IT Operations team and the IT Operations Manager.
–Strong stakeholder management skills| Great career growth opportunity within the organisation| Excellent company profit sharing policy
Key Responsibilities:
Service Operations:
- Own the daily incident and service request queue – ensure tickets are triaged, prioritised, assigned, and resolved within SLA targets
- Monitor and manage ticket hygiene in ServiceNow: category accuracy, caller data quality, assignment group compliance, and resolution note standards
- Act as the primary escalation path for complex or high-impact incidents, coordinating with L2 and infrastructure teams as required
- Maintain operational dashboards and produce regular reporting on queue volume, resolution times, agent workload, and SLA performance
- Oversee and improve inbound routing rules – including email-based ticket creation, auto-assignment, and category/subcategory structure
People Management:
- Directly manage L1 Service Desk Analysts and L2 System Administrators, including scheduling, workload balancing, and performance oversight
- Conduct regular 1:1s, provide coaching and feedback, and own the performance review process for direct reports
- Identify training needs and coordinate capability development – both technical and customer-facing skills
- Manage WFH/hybrid scheduling, roster adherence, and leave planning to maintain adequate coverage across business hours
- Foster a positive team culture with clear expectations around quality, accountability, and continuous improvement
Process & Continuous Improvement:
- Identify repetitive ticket patterns and work with the Head of Security & IT Operations to scope automation opportunities (e.g. scripted resolutions, chatbot triage, workflow automation)
- Maintain and improve the service desk knowledge base – ensure articles are current, complete, and actively used by the team
- Lead process reviews for recurring problem areas (e.g. account provisioning, software requests, access management) and implement procedural improvements
- Contribute to change management processes – assess service desk impact of planned changes and prepare team communications
Stakeholder Engagement:
- Serve as the primary IT contact for business stakeholders escalating service delivery concerns
- Build relationships across divisions to understand operational needs and align service desk capability accordingly
- Communicate planned outages, known issues, and major incident updates to affected users in a timely and professional manner
Key Skills Required:
- Experience in IT service desk and IT operations roles
- Demonstrated experience managing SLAs, ticket queues, and service delivery reporting
- Proficiency with ITSM platforms – ServiceNow strongly preferred
- Strong working knowledge of Microsoft 365, Active Directory, and Windows endpoint environments
- Strong stakeholder relationship building and management skills
- Able to translate technical issues for non-technical stakeholders
- Experience managing performance, conducting 1:1s, and developing team members
- ITIL v4 Foundation certification (or equivalent demonstrated knowledge)
Please Note: All resumes MUST be submitted in Word format.
If you are interested in hearing more about this position, don’t hesitate to contact Sumeet Kaur.